impact of PPI mis-selling

This document sets out the findings of an independent report by Richard Thomas into the impact of PPI mis-selling on the ombudsman service. The report was commissioned against the background of an unprecedented demand for help from consumers with PPI complaints: the board was concerned to ensure that the service was able to continue to do its best for its customers. The board agreed the report for publication alongside the ombudsman service’s response to the recommendations.

this document summarises the comments we received in response to our earlier discussion paper on publication of complaint data: next steps – and sets out the decisions that our board has made on publishing complaint data relating to individual financial businesses